London Mutual Credit Union - Notice history

All systems operational

Loan & Membership Application Processing - Operational

Payments & Transfers - Operational

Websites - Operational

Mobile App - Operational

Online Banking - Operational

SMS Services - Operational

Phone Support - Operational

Email Support - Operational

Walworth Road Branch - Operational

Peckham Branch (Heaton Road) - Operational

Notice history

Jun 2024

Temporary Disruption to Helpdesk and Branch Services
  • Resolved
    Resolved
    This incident has been resolved.
  • Update
    Update

    We are continuing to work hard to resolve this IT issue, which is taking longer than expected. Unfortunately, we are now not expecting to be able to restore all systems before the end of today.

    Members who visit our branches today can withdraw up to a maximum of £50 in cash. This limit is due to counter staff being unable to access certain systems. Funds withdrawn in this way will be debited from your account on Monday.

    Debit cards are unaffected, and you can continue to use these to make purchases and to withdraw cash from cash machines as normal and throughout the weekend.

    We apologise for the significant disruption today, and for the inconvenience this may cause to your weekend.

  • Identified
    Identified

    Due to an IT server issue, our phone helpdesk and counter teams are currently unable to assist with certain types of account-related queries, including requests for help with unblocking access to online banking.

    You can still call us or visit a branch, but it is possible that our team will be unable to help for now, and will ask you to call back later. Following a short outage this morning, our online banking and mobile app are functioning normally.

    We apologise for the disruption today, and thank you for your patience. We will continue to post updates here, including when the issue is resolved.

Online Banking & Mobile App Temporarily Unavailable
  • Resolved
    Resolved

    This incident has now been resolved. You should be able to log into the mobile app using your existing login details. Please get in touch if you continue to have problems logging in.

  • Identified
    Identified

    We are experiencing a temporary technical issue with our mobile app and online banking service this morning. Users attempting to log into these services this morning may see a message indicating that their account has been 'blocked', even after correct login details have been entered.

    This message is incorrect. You do not need to reset your login or contact us to unblock your account.

    We are working to restore this service in the next 2-3 hours. Once systems are restored, you will be able to login as usual using your existing login details.

    Thank you for your patience and support and we apologise for the inconvenience this may cause you. We will update again here when systems are restored.

May 2024

Delays in Direct Debits and Benefits Payments
  • Resolved
    Resolved
    This incident has been resolved.
  • Identified
    Identified

    We are aware of an issue this morning that is causing delays in direct debits and benefits being paid in or out of members' accounts.

    We will update you as soon as more information is available.

    We expect to fix this within the next several hours, at which point delayed payments will go through as usual. We apologise for the inconvenience this will cause you this morning, and thank you for your patience..

Apr 2024

Temporary Branch Closure & Limited Helpdesk Availability
  • Resolved
    Resolved

    This incident has been resolved. Both Heaton Road and Walworth Rd (Elephant & Castle) branches have re-opened, and our phone helpdesk service is now running as usual.

    Thank you for your patience, and we apologise for this morning's disruption.

  • Investigating
    Investigating

    Due to an issue affecting the systems that our staff use to serve members, our branches are closed this morning. Our phone helpdesk is open, but staff may be unable to help with transaction or account-related queries.

    Online banking services, including the mobile app, are unaffected and you will be able to log in as normal. If you cannot use online banking and your query is not urgent, please consider emailing us or submitting a help request and we will respond as soon as normal service is restored.

    This disruption is expected to last at least until midday. We hope to be able to re-open branches this afternoon and will update here when we are able to do so.

    Thank you for your patience and understanding. We will update here as soon as this issue is resolved.

Unavailable - One-off & Scheduled Payments via Online Banking
  • Completed
    15 Apr, 2024 at 07:20
    Completed
    15 Apr, 2024 at 07:20

    This maintenance has been completed ahead of schedule with no disruption to services. All services are currently running as normal this Monday morning. Thank you for your patience.

  • Planned
    13 Apr, 2024 at 22:49
    Planned
    13 Apr, 2024 at 22:49

    Due to scheduled maintenance, you will be unable to send or receive money into your credit union account via online banking from 00:01 on Sunday, April 14, until 23:59 on Monday, April 15.

    This affects all Faster Payments, including one-off and scheduled payments. These types of payments are typically used to send money between individual bank accounts via online banking, including payments to family and friends.

    Other types of payments, including Direct Debits and BACS payments (such as benefits payments and most salaries), are unaffected by this. Money sent to you through these methods will arrive in your account as usual and be available immediately. Your debit card will also continue to work as normal.

    If you need to make or receive a faster payment via online banking, please do so before midnight on Saturday. During the maintenance period, you will be able to access online banking and transfer money between credit union accounts. If you attempt to make or receive a payment via online banking during the maintenance period, the payment will not go through. The money will briefly leave your account but will be returned to you soon after.

    Thank you for your patience and understanding while we carry out this essential maintenance. If you have any questions or concerns, please contact us via email or at support.creditunion.co.uk, as phone lines are likely to be busier than usual.

Phone Support Degraded
  • Resolved
    Resolved

    All services have now been restored, and our phone helpdesk will now be running as normal from 2:30pm until our normal closing time of 5:00pm. However, lines may be busy, so please consider emailing if your call is not urgent. Thank you again for your patience and understanding.

  • Identified
    Identified

    Due to a systems issue, our phone helpdesk team may be unable to help with calls about your account or transactional-related queries this morning. The phone line remains open, but helpdesk staff may be unable to help immediately.

    Online banking services, including the mobile app are unaffected. If you cannot use online banking and your query is not urgent, please consider emailing us or submitting a help request via https://support.creditunion.co.uk/ and we will respond as soon as normal service is restored.

    Thank you for your patience and understanding. We will update here as soon as regular service is restored.

Walworth Road Branch is Temporarily Closed
  • Resolved
    Resolved

    All services have now been restored, and this branch will be open from 3:00pm until its normal closing time of 4:30pm today. Thank you again for your patience and understanding.

  • Investigating
    Investigating

    Our Walworth Rd (Elephant & Castle) branch is closed this morning due to a systems issue. We are working to resolve this problem, and hope to be able to re-open later today. We will update here as soon as the branch has re-opened.

Peckham Branch is Temporarily Closed
  • Resolved
    Resolved

    All services have now been restored, and this branch will be open from 3:00pm until its normal closing time of 4:30pm today. Thank you again for your patience and understanding.

  • Update
    Update

    Peckham branch is closed this morning, 3 April. Subject to sufficient staff availability, we hope to be able to open this branch later today. We will confirm here once we are able to do so.

  • Identified
    Identified

    We regret to inform you that our Peckham branch will be closed on Tuesday, April 2nd, due to unforeseen sickness. We apologize for any inconvenience this may cause and appreciate your understanding. Please feel free to visit our Walworth Road branch for assistance, or reach out to us via email or phone for any urgent inquiries. Thank you for your patience and continued support.

Apr 2024 to Jun 2024

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London Mutual Credit Union is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (FRN 213248)

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